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Old October 9, 2017, 05:50 PM   #1
ninosdemente
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Join Date: March 23, 2017
Location: Northwest Indiana
Posts: 118
Smith & Wesson Customer Service

Has anybody had bad customer service from S&W lately?

I had never dealt with them before and I have been reading good reviews of S&W from members here.

I had sent them my .380 bodyguard as it was misfiring which they had received August 23, 2017 and have not heard from them until I called. I called two Fridays ago and they did confirmed they had it and the rep did see that it was just "sitting" there. He was going to see if he can speed the process and that was it for the conversation. No call for a few days and I called again. When I gave my rma #, the rep asked me what was it sent for. So I told him about the misfiring. I even asked the rep what is the time frame for reviewing and repairing firearms if needed. They said from 3-5 weeks. This worried me as it seemed to me they had no idea why it was there for when I sent what was asked of me with all details when I sent the firearm to S&W. He said he was going to check and call me again. Few days passed and nothing again. Will be calling again today.

As this is my first time dealing with S&W, I don't want to judge quickly and have a negative idea of S&W. The only thing that bothers is the fact they I don't know what is the reason for them asking me why it was there after 1 month and the fact they don't call to let me know what is going on. Makes it seem as there is something else wrong based on the second conversation with the rep last Wednesday.

Is this something I should be of concerned with? I just purchased a 9mm shield. If this is what I am to expect from S&W, then that sucks for me.

I understand that there are other people ahead of me.
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Old October 9, 2017, 09:17 PM   #2
Evan Thomas
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Moved to the Retail Deals and Feedback forum.

Note that the rules for this forum are now in effect. Please read them before commenting, as well as the general Gun Show rules.
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Old October 9, 2017, 09:54 PM   #3
Rangerrich99
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Join Date: March 20, 2014
Location: Kinda near Phoenix, AZ
Posts: 728
I've had good CS with S&W and an experience similar to what you've described. I can't say whether it's a trend, as I've only dealt with their CS once in the recent past. But I've had similar experiences with another gun manufacturer (one good/one bad), so it may just be coincidence. At the end of the day, however, it's very likely that you'll get your Shield back in good working order, which is the most important part. I do wonder at what might be really going on behind closed doors, but since that's nothing but conjecture, I'll just say that they need to work on their consistency in that area. Hope everything works out.
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